Mid-Level Process Transformation Analyst – Focus on Service and Customer Experience Transformation

Job not on LinkedIn

🔥 22 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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VIAFLOW®

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2001

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

VIAFLOW® is a consulting and technology services company that helps enterprises transform business operations by combining process design, automation, data platforms, and artificial intelligence. It provides hyperautomation, RPA, integrations, machine learning and generative AI solutions, plus training, talent allocation and co-sourcing to implement and scale digital factories for sectors like healthcare and insurance. VIAFLOW focuses on B2B enterprise clients, delivering MVPs, governance, monitoring and productivity improvements across finance, HR, back-office and customer workflows.

📋 Description

• Investigate customer needs and diagnose customer service journeys and processes • Identify the root causes of failures, rework, delays, and gaps between channels and teams • Connect the customer experience to the activities, people, and systems that support the service • Design the future operating model, including roles, responsibilities, decision-making authority, and interfaces • Assess volumes, capacity, SLAs, and criteria for routing and escalating service requests • Define performance indicators and support implementation, user validation, and results tracking

🎯 Requirements

• Experience in improving customer service or service delivery processes, journey mapping, and operating model design • Ability to analyze capacity, performance indicators, and service levels • Ability to translate customer experience diagnoses into feasible operational changes • Preferred: experience in service design • Preferred: experience structuring concierge services • Preferred: experience with specialized customer service • Preferred: experience in insurance company operations

🏖️ Benefits

• Engagement through a cooperative model • People Hub – Benefits Club • Home office allowance provided on a prepaid card with an unrestricted balance category, usable wherever you choose • TDI – Temporary Disability Benefit • Birthday day off – after all, it’s a day to celebrate! • Anywhere Office – work wherever you feel most comfortable • TotalPass • Training and certifications • Colab+ package, including access to WellHub, Avus, Starbem, and Dasa +saúde